IT Services

The vendor is required to provide information technology (IT) departments and facilities management.
- General requirements for the system will include:
•    Custom workflows for different support teams
•    Incident, problem and asset tracking capabilities
•    Automated alerting
•    A mobile app or a way to access the system from cellular enabled devices
•    Reporting, SLA tracking and analytics
•    Configuration management
•    Knowledgebase and knowledge management
•    A self-service portal
•    Integration capability with microsoft collaboration software
•    IT service catalog management
•    Ability to configure preventative maintenance schedules
- Solution implementation requirements
1. Implementation services
•    Lead work in collaboration with key stakeholders of agency to determine the required configuration and other implementation requirement to prepare an implementation plan to be presented to the library for acceptance.
•    Implement the system with the approved configuration
•    Conduct appropriate testing where and when necessary (user acceptance, integration) to ensure an acceptable transition system ownership. 
•    Migrate or assist in migration of relevant data from related legacy systems into the new system if appropriate and possible. 
•    Integrate or assist with integration of the system with other systems as required. 
•    Only supply but support going live with the IT service and maintenance management system across the organization to address any troubleshooting or data validation that might be needed during the implementation phase of the system.
2. Service level agreement (SLA) and maintenance and support
•    System availability targets;
•    Support contact center hours of availability;
•    Support response time and problem resolution time targets; and, identification of penalties and or the library’s recourse for any vendor failure to meet defined targets. 

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: October 3, 2025